Defined Activities

Save

1. A call is considered a “save” if an Associate’s efforts lead the customer into keeping a home service plan active with us. 
2. All saves must be confirmed with the customer during the call wrap-up.  Use of the sales scripting verbatim is mandatory. The red flag statement that made this an eligible save call must be included in the associate's save notation.
   

Cancellation

1. Requests to cancel must be processed immediately upon request if they are authorized to take action on the warranty. Sales efforts must be enacted on interactions involving a request for cancellation or a clear implication of cancellation. Failure to process cancellations as requested will be considered an attempt to avoid the cancellation. Such activity will result in disciplinary action; up to and including termination.
   

Enrollment

1. Requests to enroll in one of our warranty plans must be processed immediately upon request. It is the responsibility of the associate to determine the method in which the caller became aware of our plan to ensure adherence to the selection of client/cell codes process.
   

Sales verification is completed on TS&R sales. Any sale deemed invalid will not be eligible for commission payout. Failure to use the sales scripting verbatim will deem a sale invalid and subject to removal from commission payouts. Invalid sales activity will incur disciplinary action; up to and including termination. 

 

Scenario	Actions
Unauthorized Users: Unable to make decisions on the warranty regarding staying active or cancelling.	If a client or individual not named on the warranty calls on behalf of a customer wishing to cancel, we will not take cancellation instructions from them. The authorized has to either come to the phone or call us back. Sears Customers: If the caller is not listed on the warranty but indicates that they were the person who enrolled, follow the Sears Name Change Procedure by verifying the (last 4 digits of the Credit Card or Checking Account) and the amount drafted. Once the information is verified, update the name on the account. The caller is now authorized to make decisions on the account (update the account, make claims decisions, cancel, etc.).
The customer calls to speak to another representative.	The agent who receives the call must handle the customer’s request directly. Even if retention efforts fail and the customer cancels, the current agent is responsible for completing the request.
The Same Day Enrollment Error Cancellation Reason is designated for enrollments entered in error and same-day cancellations. Sears Renewal Inactive Period Cancellation Reason should be used in the event a Sears customer calls to request non-renewal, but the account has already renewed and is in an inactive status	The Same Day Enrollment Error Cancellation reason can be used on the next business day in the following scenario. An enrollment was entered close to the end of the business day, and there was no time left for the customer to call back to cancel (i.e., after 8:30 PM EST).
Failure to Cancel: A caller indicates they previously requested cancellation, non-renewal, or did not agree to the save/renewal.	The associate handling the current call should cancel the account Notify their supervisor of the occurrence to review and remove the cancellation. A save attempt is to be made on this call.
If the customer releases the call before completing the sales verification scripting.	Associates are to immediately call the customer back to complete the transaction and gain consent from the customer for the sales activity. If the customer fails to answer, the associate must document the warranty, indicating the outbound call was made, but there was no response. In the case of a save, the warranty CAN BE dispositioned as a Save. In the case of a cancellation, the warranty must be canceled.
Canceling as a Duplicate Warranty	Associates must completely review and probe to designate a warranty as a duplicate enrollment. It is the associate’s responsibility to handle these situations thoroughly to maintain adherence to the sales activity process. A warranty is considered a duplicate when both warranties offer the same coverage. If a customer has a Sears Master Protect Agreement (MPA), it is required to probe to determine what items are covered under their MPA. If the MPA covers ALL of the same items as our warranty, IT IS  a DUPLICATE. If the MPA does NOT cover all of the same items as our warranty, IT IS NOT   a DUPLICATE. Example: A Sears MPA that covers only the washer and dryer is NOT a duplicate to the SHW. Retention efforts must take place to retain the customer in the SHW and not be handled as a duplicate.
If a customer calls in and requests cancellation, and your retention efforts fail, you MUST process the cancellation. All activities that occurred during your call interaction with the customer are final.  If you fail to retain the customer during your interaction, you are NOT ELIGIBLE for sales credit.

It may be necessary to reach out to claims for additional information before flagging the Save.

Sales Confirmation Script

(Wait for a response)

A call is only considered a Save if you receive a clear and affirmative response from the customer.

If there are further questions, address the customer's questions and REPEAT the Sales Confirmation Script. 

Final Reminders:

1. Any sale deemed invalid will not be eligible for commission payout.
   
2. Failure to use the sales scripting verbatim will deem a sale invalid and removed from commission payouts.
   
3. Requests to cancel must be processed immediately upon request.
   
4. Failure to process cancellations as requested will be considered an attempt to avoid the cancellation.

Retention Red Flag Policy Job Aid

View attachments at the bottom of the page.